Challenge Thinking. Lead Change

Challenge Thinking. Lead Change

Challenge Thinking. Lead Change

Forrester Research is one of the most influential research and advisory firms in the world. We work with business and technology leaders to develop customer-obsessed strategies that drive growth. Forrester’s unique insights are grounded in annual surveys of more than 500,000 consumers and business leaders worldwide, rigorous and objective methodologies, and the shared wisdom of our most innovative clients. Through proprietary research, data, custom consulting, exclusive executive peer groups, and events, the Forrester experience is about a singular and powerful purpose: to challenge the thinking of our clients to help them lead change in their organizations. For more information, visit www.forrester.com

By Vocalcom

Maximizing Multi-channel Opportunities in your Call Center

The call center industry is young, having cut its teeth in the 1980s, but it has nonetheless grown rapidly. What started out as a single-channel department has, over the years, transitioned to a multi-channel operation with at least seven different functions, including e-mail, IVR, voice, chat, text, video and Web. But, as our service offerings become more and more multifunctional,...
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